ITIL Intermediate Service Transition 2011 Edition

The ITIL® v3 (version 3) ST (Service Transition) course is part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® v3 Service Transition Intermediate exam.

Lesson 1: COURSE INTRODUCTION

• The term "Service Transition", and how it fits in the overall core ITIL Lifecycle
• The main purpose and objectives of Service Transition
• The ITIL processes primarily covered in Service
• Transition
• The functions within Service Transition
• The value to the business

Lesson 2: PRINCIPLES

• Define and implement a formal policy
• Implement all changes to services
• Adopt a common framework and standards
• Maximize re-use of established processes and systems
• Align Service Transition plans with the business needs
• Maintain relationship with stakeholders
• Provide systems for knowledge transfer and decision support
• Assuring the quality of new or changed services
• Plan release and deployment packages
• Proactively improve quality

Lesson 3: PROCESSES

• Transition planning and Support
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Service Valuation and Testing
• Change Evaluation
• Knowledge Management

Lesson 4: ACTIVITIES

• Communication
• Organizational Change
• Organizational Change Products
• Planning/ Implementing Change
• Resistance to Change
• Stakeholder Management

Lesson 5: ORGANIZATION

• Change Management
• Service Asset and Configuration Management
• Service Validation and Testing
• Release and Deployment
• Request Fulfillment
• Service Performance and Risk Evaluation
• Service Knowledge Management

Lesson 6: TECHNOLOGY CONSIDERATIONS

• Service Transition support tools
• ITSM Technology
• Knowledge Management tools
• Collaboration - Communities and Workflow Management
• Configuration Management System (CMS)

Lesson 7: IMPLEMENTATION AND IMPROVEMENT

• Justifying Service Transition
• Designing Service Transition
• Introducing Service Transition
• Cultural Change
• Risks and Value
• Implementing Challenges, CSFs and Risks
• Service Transition under difficult circumstances

Lesson 8: CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

• Challenges, Critical Success Factors and Risks

Lesson 9: EXAM PREPARATION

• Sample Exams
• Feedback
• Recap

• Westerville, OH - July 24, 2012